Exciting News: Introducing “Connect” – Our Contactless New Customer Experience!

We’re excited to introduce “Connect”, a new and improved way for customers to sign up for service. The redesigned New Customer solution makes the process easy-letting users choose their address and service, enter billing details, and set up a payment profile, all online. Customers can schedule installation and sign agreements from home. Once a request is submitted, service orders are created automatically and can be provisioned with Calix, Adtran, and NeoNova. Additionally, companies can provide a link to the application form from their websites. For more details, contact your Client Solutions Manager at MACC.

WSC Admin portal

WSC Admin | Setup menu

WSC Admin | Setup | Preferences: Two new Customer Preferences options were added to the Setup | Preferences menu, allowing administrators to enable or disable the New Customer feature and set up scheduling options for new service requests:

• Allow New Customers to Add Services check box: When this checkbox is selected, the New Customer option will appear on the WSC login screen.
• Schedule Day/Timeframe: This setting allows administrators to define specific days and timeframes for scheduling new services. Additionally, a custom message can be entered to guide users through the scheduling process.

WSC Admin | Set Up |Colors/Fonts: Admin users will be able to alter the Font and Primary color for the new customer screen.

WSC Admin | Set Up | Terms and Conditions: Administrators can now customize their company’s Terms and Conditions by selecting the “Custom” radio button. Several checkbox options are available to control what appears on the New Customer screen, each with the ability to be marked as required:

• Display ‘I agree to the Terms and Conditions’ confirmation.
• Require confirmation of Terms and Conditions.
• Display ‘I agree to receive emails and/or text messages concerning my account and service updates’ confirmation.
• Require agreement to emails/texts.
• Display Electronic Signature prompt.
• Require Signature.

These options provide flexibility in tailoring the customer onboarding experience to meet business and compliance needs.

WSC Admin | Account Profile menu

WSC Admin | Account Profile | Equipment Options: A new “Equipment Options” tab was added to the Account Profile menu, allowing administrators to set up the equipment choices available to new customers:

• Enable Lease Equipment Options: Select this checkbox to utilize lease equipment provisioning for new customers.
• Include Lease Equipment Verbiage: When checkedm this option allows administrators to display custom messaging related to leased equipment .  The message will appear on the New Customer screen and can incclude company-specific informaiton.
• Use My Own Equipment: this checkbox enables a “Use my Own Equipment option on the new Customer screen, giving customers the flexibility to indicate they will provide their own equipment.

WSC Admin | Account Profile | Payment Options | Enable Credit Card Profile (New Customer Only): In the Account Profile menu, the Auto ACH tab was renamed to “Payment Options” to better reflect its expanded functionality.

• Auto ACH: From the Payment Options tab, a new dropdown menu was added below the “Enable Auto ACH” checkbox.  This allows administrators to specify whether the Auto ACH option should be available “For New Customers,” or “For Both.”
• Enable Credit Card Profile (New Customer Only): A new checkbox labeled “Enable Credit Card Profile (New Customer Only)” is now available.  When selected , this enables a credit card setup option in the new customer portal.  NOTE: This feature is only supported when usint hte Paymentus payment vendor.

WSC Admin | My Account menu

WSC Admin | My Account | Buttons | Network Logo: The New Customer screen will no longer use the network logo buttons set up in WSC Admin.  These network labels will remain available only for existing customers.  Instead, the New Customer screen will display the network labels sourced directly from Customer Master.

WSC Admin | My Account | Provision Setup:  Services (USPs & Bundles) will now be pulled from those flagged for “Self-Service” in Customer Master.

• The “Service Groupings” menu has been removed from the My Account | Services section of WSC Admin.
• Services will now be selected from the USP/Bundle tables in Customer Master.
• Services Groupings will be managed through a new Customer Master Maintenance table, accessible via (Maintenance } Self-Service | Service Grouping Screen).

WSC Admin | My Account | Provision Setup | Network Selection: A new “Enable Provisioning For “drop-down was added to the Network Selections tab, allowing administrators to specify whether provisioning should be enabled for New Customers, Existing Customers, or All Customers.  When provisioning is enabled, the relevant provisioning features will appear for New Customer and Existing Customer services, depending on the selected option.

Customer Master

Maintenance | Common | USP Code: A New “Self Service” checkbox was added to the Service Options group box.  This checkbox will be automatically selected for any services previously flagged in WSC Admin.  Note: During the upgrade process, a migration process will assist in identifying and flagging applicable USPs with the Self Service designation.  Additionally, it will generate a list of USPs that still need to be flagged for Provisioning.

Maintenance | Common | Bundle: A “Self Service” checkbox was added to the Bundle Options group box within the Bundle Editor.  As part of the upgrade process, the migration process will also assist in identifying and flagging applicable bundles with the Self-Service designation.

Maintenance | Self Service | Self Service Grouping: A new maintenance screen is now available for managing Self-Service Grouping, allowing administrators to define how services are organized and displayed under the “Services” section in the Web portal. Administrators can create new service groupings, and any existing groupings previously set up in the WSC Admin portal will be automatically imported into the grid during the migration process for companies with existing setups.  The Self-Service Grouping name will appear in the “Services” section of the end-user web portal.  To include or exclude services from a grouping, simply check or uncheck the box next to each service.  The Order field can be used to define the sequence in which service are displayed.

Maintenance | Equipment | Service/Equipment Mapping: The new “Service/Equipment Mapping” maintenance screen allows administrators to view and assign available leased equipment for provisioning to new customers. Users can map devices to USP services that have the Provisioning checkbox enabled. Only USPs with the Service Type set to Provisioning will appear in the grid. Similarly, only CM Equipment and AM Inventory items flagged for Provisioning will be listed in the Device Type column. The Vendor Name dropdown includes vendors set up in the Provisioning Vendor Details maintenance screen. Selecting a vendor populates the grid with the corresponding equipment and services. Checkboxes allow users to select which services are associated with each device. A right-click menu within the grid provides Select All and Deselect All options for efficient management.

Maintenance | Common | Network Numbers | Network Numbers: An Internet Network Number is required to provision Internet services. These numbers will be automatically assigned when a New Customer Service Order is submitted, generating a pending Service Order in Customer Master. To ensure availability for provisioning, administrators must preload Internet Network Numbers into the Network Numbers maintenance screen.

Maintenance | Plant | Provisioning Vendor Detail: To fully support provisioning functionality, a new “Provisioning Vendor Detail” maintenance screen was added. This screen allows users to enter vendor-specific details for association with Plant Detail records. Vendors set up here will be available for selection in the Plant Detail screen. Required setup information includes the Vendor Name, IP Address, and Port, which are used to define the Vendor Codes.

Maintenance | Plant | Plant Detail: A new “Prov Vendor” dropdown was added to the Plant Detail Editor screen. This allows users to assign a Provisioning Vendor Code to the plant detail, which is a required for enabling provisioning functionality.

Maintenance | Provisioning | Provisioning Setup Wizard: A “Provisioning Setup Wizard” was added in Customer Master to streamline the setup of provisioning vendor requirements for Internet services. The wizard follows a standard step-by-step format and captures company-specific data necessary for provisioning setup.

First Screen – Vendor/Network Selection: The initial screen of the setup process allows users to select both Provisioning Vendors and Networks. The Vendor Selection checkboxes indicate which Provisioning Vendors are in use. Currently, only Calix, Adtran, and NeoNova are available. A Network grid located at the bottom of the screen, this grid includes checkbox options for Network Types associated with the chosen provisioning vendors. At this time, only the Internet Network is available for selection.

Second Screen – Vendor API Login: The Vendor API Login screen allows users to enter API credentials for the provisioning vendor(s) selected on the previous screen. Each vendor has its own group box where users can input the required API login details, which must be obtained directly from the respective provisioning vendor. Note: Since Calix supports two separate provisioning platforms, CMS and SMX, the screen includes a group box for each. Users must determine which Calix system their organization uses and enter the corresponding API credentials. If both systems are used, both group boxes can be populated. However, if Calix is selected, at least one of the Calix group boxes must be completed.

Third Screen – Service Mapping Details: The Service Mapping Details allows the user to view and add Service Mapping details needed for provisioning.

Select a vendor from the drop-down to see its Service Mapping details. Each vendor selected from the drop-down will include columns applicable to that vendor. Once a vendor is selected, the grid displays selected services from the Service/Equipment Mapping maintenance screens.

Fourth Screen – Plant: The Plant screen allows users to set up Plant details, define mapping identifiers, and specify display formatting. These settings are vendor-specific, and only one vendor configuration is shown at a time. If multiple vendors are set up, users must select the desired vendor from the “Provisioning Platform” dropdown menu to view and configure the corresponding plant details.

Fifth Screen: The “Node Definitions” screen uses the information from screen four and gathers all the “node” data from the plant details and all the “plant area” data, showing every possible combination. Users can select which combinations should be used by checking the checkbox column.

Sixth Screen: The “Network Definitions” screen maps system-generated node definitions to user-defined “Calix network” string values, specifying what each node represents within the Calix platform. This screen is only accessible if Calix or Adtran is enabled. If neither vendor is selected, the “Next” button on the fifth screen will instead display as “Finish”, closing the wizard.

Accounting Master

Packages | Inventory | Item: A “Provisioning” group box with a “Provision” checkbox was added to the Items (Inventory) screen. This feature allows users to flag specific inventory items for use in provisioning. Only items marked with this checkbox will appear in the Service/Equipment Mapping screen within Customer Master.

Note: This functionality is available for companies that have the AMCM interface set up.

Connect – New Customer portal

WSC Login – MACC Setup

Companies are provided with a WSC Login for both new and existing customers.  This login can be accessed via a web link provided directly to the customer or from the company’s website.  For companies that wish to use only the New Customer screen, a dedicated web link will be required for placement on their website.  To enable this feature or to begin using the modernized New Customer portal, please contact your Client Solutions Manager at MACC

WSC New Customer on Home Screen

Customers can begin the New Customer application process either through a link to the company’s website or directly from the Web Self-Care login screen.  When the New Customer Preferences option is enabled in WSC Admin, a “New Customer” button will appear on the login screen.  This feature allows end users to activate a new account, enter their account details, and select services, all without needing to contact the company.  Services can be automatically provisioned, streamlining the onboarding process.

The “Request for New Service” screen serves as the starting point of the application process.  It features the following elements:

• The company logo is prominently displayed at the top, along with the Selected Services button in the top right corner.  This button shows the number of selected services and provides access to the services summary.
• The left navigation panel displays the user’s progress through the application steps.  Each completed step is marked with a green checkmark for easy tracking.
• The center navigation area shows the current step (Step 1 of 3), a welcome message, and helpful navigation instructions. 
• Users can choose between “Home” or “Business” service types using the “Services For” dropdown.  As they begin entering a Service Address, matching addresses from the Customer Master address table will appear for selection.
• A clickable “here” link opens a contact information window, featuring interactive icons that allow users to call, email, or view the company’s location on a map.  
• Users can browse and select from the available services they wish to have installed.
• The bottom of the screen includes company contact information and a customizable message.

View Available Services: When users click the “View Available Services” button, they can select from network types, such as Internet, Telephone, and Cable, that have been set up in Customer Master. USPs and Bundles marked as Self-Service will also be available for selection. If the Internet is the selected network, a “View Label” link will appear, allowing users to view the associated Broadband Label. Additionally, a “View All Broadband Labels” link is available at the end of the selection screen. For applicable networks, Service Groupings will appear first in the service selection list and will be displayed in the configured group order. Users can select multiple service types (E.G., Internet and Cable), and the available groupings, bundles, and individual services will be organized accordingly.

Note: If Service Availability is enabled in WSC Admin, based on Service Area, Report Area, Plant Area, or Serving Equipment Area, the available services will be filtered according to the area assigned to the selected Service Address.  

Selected Services button: After users choose their desired services, they can review their selections and total cost on the Selected Services Screen. The Selected Services button is located in the top right corner of the Request for New Service screen. A red icon on the button displays the number of services selected.

Users can adjust the quantity of each service using the + and – buttons. A Grand Total of all selected services is shown at the bottom of the screen. If set up in WSC Admin, a disclaimer message will appear below the Grand Total.

Equipment Selection: If enabled in WSC Admin, the Euipment Selection step will be available for new customers during the sign-up process.  This section may include the following options:

• Lease Equipment Verbiage: Customers will see information related to leasing equipment, as set up in the system. 
• I Have My Own Equipment: A checkbox allows customers to indicate they will use their own equipment.  When selected, a comment stating “Account has own equipment” will be added to the pending service order comments in Customer Master. 
• Leased Equipment: If the customer chooses to lease equipment, the system will assign equipment based on the Service Equipment Mapping set up in Customer Master.  Only equipment items that are pre-mapped, whether CM Equipment or AM Inventory, will be assigned to the selected network.  If the chosen Network has mapped Equipment, it will appear in the pending service order under the Network Tier | Equipment Node for that Network.

Install Date: Users can choose an “Install Date” using the “Service Start Date” calendar dropdown. The selected date will be the effective date of the service order. If the following options are enabled in WSC Admin, Schedule Statement, and Schedule availability options allow the new customer to select a timeframe for installation. A Schedule Statement box and verbiage will display, and two choice options are available for the user to set their availability for installation. Once submitted, any selected date/time options will be reflected in the Service Order comments in Customer Master.

Account Details (2nd step of process)

The Account Details step allows users to provide their billing and contact information, privacy preferences, and payment profile. The First and Last Name fields can be used for either a residential or a business account. The Service Address is automatically filled in based on the address entered on the first screen. Users have the option to check a box labeled “Use Service Address as Billing Address.” If this box is unchecked, additional fields – Address 1, City, State, and Zip Code – will appear, allowing users to enter a different billing address.

New customers can also choose to “Go Paperless and Email My Bill” for added convenience. In the Contact Details section, users can enter the primary contact information associated with their account.

Privacy Details: If the Privacy Details options are enabled in WSC Admin and the Privacy Details section dropdown is selected, users can set up customer identification by choosing a security question and providing an answer. Additionally, they can create and confirm a password for account billing verification, as well as select a “forgot password” question and provide the corresponding answer.

Payment Profile: If Payment Profile options are enabled in WSC Admin, and the corresponding dropdown is selected, new customers can set up either a Credit Card Account Profile or a Direct Bank Payment method. Customers also have the option to enable recurring payments, allowing future charges to be processed automatically on a scheduled basis. Setting up a Payment Profile is optional and depends on the setup in WSC Admin.

When a user clicks the “Set up Credit Card Account Profile” button, the “My Wallet” screen opens. Initially, the wallet will be empty until a payment method is added. Clicking the “Add Payment Method” button launches the third-party vendor Paymentus, where users can securely enter their credit card or bank details.

The interface includes four tabs, allowing new customers to choose their preferred payment method: E-Check, Debit, Credit, and Digital Wallets. Supported digital wallet options include PayPal, PayPal Credit, Venmo, Amazon Credit, Google Pay, and Apple Pay. Once the new customer completes the sign-up process, a pending service order is created in Customer Master, and the pending Account Number is sent to Paymentus. The entered bank information is then populated in the Bank Information section of the Service Order.

The lower portion of the Payment Profile screen allows new customers to set up Direct Bank Payments, including options for Recurring Autopay and One-Time Pay. When a customer selects one of the Autopay options, additional input fields will appear. After entering the Bank Routing Number, Account Number, and selecting the Account Type, users can choose an Effective Date using the calendar dropdown.

If users are unsure where to find their Bank Routing Number or Account Number, they can click the question mark icon to open an instructional screen with helpful guidance.

Review Terms (3rd step of process)

Terms & Conditions: If Terms and Conditions options are enabled in WSC Admin, the third step of the new customer registration process will prompt users to: Review and agree to the Terms and Conditions, opt in to receive communications via email and/or texts, and provide a signature to compelte the agreement.

A condensed version of the Terms and Conditions is displayed by default, with a “Show more” link available to view the full content. After reviewing, users can check the box labeled “I agree to the Terms and Conditions above” to indicate their acceptance. Additionally, users can opt in to receive account and service updates by checking the box labeled “I agree to receive emails and/or text messages concerning my account and service updates.” The Signature section allows users to sign using a finger, mouse, touchpad, or by typing their name into the signature field.

Preview and Submit: Once users have completed all three steps for the Request for Service process, clicking the “Preview and Submit” button allows them to review all entered information before finalizing their request. After reviewing their selections and making any necessary edits, users can click the “Submit” button to send the request. This action creates a pending service order in Customer Master. A confirmation message will appear, letting the user know, “Your request for service has been submitted!”

Once a service request is submitted, two confirmation emails are automatically sent:

• A “Web Self Care Request New Service” email is sent to the company, notifying them of the new service request submitted via Connect.
• A “Confirmation of Services” email is sent to the customer, confirmation the details of their request.

In Customer Master, a Service Order is created for the new account with an Effective Date set to the current day. All relevant details are auto-populated. The Stages node will indicate that the order originated from “Web Service Request.” The Service Order Comments node will include notes related to the customer’s bank information, any scheduled appointments, and any details that need review. The Service Order remains in a pending status for company review. Through Connect, the new customer has successfully signed up for, provisioned, and activated their services independently.

WSC Existing Customer

The ‘Services Grouping’ screen has been removed from the WSC Existing Customer Services. Going forward, existing WSC customers will use the Services Grouping functionality available in Customer Master, just like new customers. When an existing customer selects “Add A Service” in the portal, only those services (USPs and Bundles) marked as “Self-Service” in Customer Master will be available for selection.

WSC New Customer from Mobile Device

Users can initiate the New Customer application process and submit a service request from any mobile device to activate services. Throughout the process, the company logo and the “Selected Services” button remain consistently visible on the screen.

Users can make all necessary selections and enter information in each section, while also having the ability to view Broadband labels associated with Internet services.

If a user navigates back to a previous step to make changes, an option labeled “Continue from where you left off” will appear at the bottom of the screen. Selecting this option will return the user to their last position in the application process. Users can complete and submit their new service request just as they would on a desktop monitor.